> About a decade ago, EPB called a friend of mine. The representative on the phone said, "Hello <insert name>, we noticed that your internet has been slower tha

> About a decade ago, EPB called a friend of mine. The representative on the phone said, "Hello <insert name>, we noticed that your internet has been slower than what you are paying for. Do you mind if we send someone out to fix it for you?" We were both so surprised that a company would volunteer their services like that. Something very similar to this recently happened to me with Spectrum (cable internet) in NYC, which is not a company known for being nice to customers. The tech who came out explained to me that they were seeing unusual performance profiles on their end and that's why they do this. In my case, it turns out there was a splitter somewhere outside where there shouldn't be instead of the line going directly to some junction box, and that's why they were seeing the odd profile. After he removed it and made the line be direct, our service was indeed better, but I guess whoever installed the splitter stopped getting free internet/cable. (I'm not mad about that.) So while the service call was framed as "improving my service" and it did indeed, it was also an investigation into something suspicious they detected. I wouldn't be surprised if it was a similar situation for your friend.